Remote Queue User - Inconsistent Whisper / Listen / Barge

[DrainBamaged]

We have a visiting manager in our head office. They are using their laptop with an extension from a remote office in a queue (located in the remote office through 3CX bridge) and are logged into the remote queue with four agents active. They are a manager and have relevant permissions for whisper / barge / listen. They can take queue calls no problem, but when they right click on an active call to listen, two of the four agents do not list the whisper / listen / barge options.

All four agents are in the proper queue and group with the same permissions active.

Never seen this before.

 

[DrainBamaged]

More: If the user uses RDP's to a PC in the remote office, he has access to the listen / barge / whisper functions on all four agents on that PC.

 

[DrainBamaged]

So the question must be, why is information being filtered out of the 3CX Bridge?

 

[JohnS_3CX]

Hi,

I was a bit unsure about your description, maybe I understood wrong.

How are they using their extension that belongs to another PBX, via the bridge -and- at the same time logged into a queue?

The bridge will allow calls between extensions on PBX1 to reach extensions and trunks of PBX2, but you cannot log into queues via bridges or use listen-in/barge/whisper.

I'm not sure that the bridge is at all involved here. Maybe the Manager should use tunnel on their extension instead and completely disregard the fact that the two PBXs are bridged?

 

[DrainBamaged]

You are correct. Now that I think about it, the phone would not use the tunnel as it in an independent connection back to the home PBX. That was my error.

I can see a firewall issue filtering traffic, but why would two agents have whisper/barge/listen options and not the other two?

 

[JohnS_3CX]

When you say [do not list..] do you mean the manager does not see the barge option when clicking the agent?

You have to double check your settings in this case:

• Is the person their manager?
• Does this person have the rights of barge/listen/whisper?
• Are they in the same user group to even allow this?
• Are they in the queue of which this person is a manager?

I would say reprovision the manager to use the tunnel first (to bypass firewall issues)
Then check the settings, rights, membership of the people involved to ensure everything aligns